2022 Deliveries & Stash Acquisitions

[richardandtracy]

That is irritating. And you feel deceived/conned too.
You are not the only one this has happened to and I can sympathise having done it myself.

Regards,

Richard.

[rcperryls]

I assume the information on the package was in very small print so easy to miss but the description was Kit or Full Kit. Regardless, if something is being sold as a kit it is reasonable to assume that the fabric and threads will be included. Have you contacted the seller or the website to complain about the deceiving information?

Carole

[Steam.Jo]

No I am taking the hit on the Vincent as that is how Heritage sells their charts but I am not happy. And then..


My order from Very crafty has just turned up only to find that the mounting tapes are not square to the rollers They spiral round them by about 1/2"



I have raised a "Support ticket" and am waiting for them to get back to me as to how they wish to sort this out.

Jo

[Steam.Jo]

[ Engage grump mode ]

Very Crafty do not answer their phone

Very Crafty are not responding to their customer support after 4 hours - website says they will respond "quickly"

Just logged for a return. The return is going to cost almost as much as the frame did

[Disengage grump mode ]



Its times like these I am pleased I paid with my credit card.

I tried mounting the piece using my Elbesee quick clip frame but I can see why I have not used it yet...

Jo

[mags]

Oh dear, sorry you are having a rough time with your purchases. Hope they sort it soon.
And breathe ...........

[Serinde]

That's really sloppy of Elbesee. Perhaps contacting them... explaining the problem and saying that the vendor isn't answering... might get some swift action?

(But deep breath ... )

[Steam.Jo]

That was a good idea Serinde. It have sent Elbesee the following Email this morning:

Subject: Quality Issue - Faulty Scrolling Frame

Good Morning,

Yesterday I took delivery of one of your Scrolling Frames and while I wait for the company I purchased it from (“Very Crafty”) to get back to me I thought it may be of use to you to know you have a quality issue with the manufacture of your frames.

This 21” scrolling frame I received has had the mounting tapes attached out of square. If you look in the attached photograph of it you will see that the tape starts level with my table top and goes up – this is actually about ½” round the roller. Which is a long way out of square when looking to attach a square edged piece of fabric to it and you use the holes in the fabric to line up with the edge of the tape it does not work or stretches and ruins the piece of fabric!

Hopefully you can get to the bottom of why this is happening. Many thanks

Dr Joanne Thoms

Hopefully one of them will get back to me sooner rather than later.

The postage costs of using royal snail to send the scroll frame back is nearly the same as Very Crafty are charging for the frame so I am currently sitting tight. The bottom line is I could repair it myself by extracting the staples that hold the tapes to the frame and realigning the tapes but when you buy something these days you expect it to be manufactured correctly.

Jo

[Steam.Jo]

Less than 10 minutes later Elbesee customer service has responded back to me:

Dear Dr Thoms,
Many thanks for your email, I’m sorry that you have had a problem with the frame, please let me know your address and I will post out replacements.
Sorry for any inconvenience.
Best regards
David

I think Elbesee wins for customer service

Jo

[Nicola Main]

Yay for Elbesee! Hopefully your new ones are perfect! I wonder what's up with Very Crafty their usually very good with their customer service

[rcperryls]

I'm so glad to hear that you got a reply from the manufacturer. Did you cc Very Crafty on your email to Elbesee? If they are serious about customer service I think they would be very upset that they have not provided you with good service. At least apologize for not responding to you.

Carole

[Steam.Jo]

I have finally had a reply from Very Crafty after a day and a half:

Hello Joanne Thanks for sending the image. I'm sorry this product falls below expectations & I have fed your comments back to the manufacturer. I will revert shortly. Best regards Mike

I hate the term "revert" I am assuming Elbesee will tell them I have already been in contact with them and they are replacing it directly.

Jo

[fccs]

I’m glad the manufacturer is sorting it out for you because what you received is totally unacceptable. And I’m glad the seller finally got back to you but it sure took them awhile.

[Serinde]

Good result.

[richardandtracy]

I agree, good result, but it should never have been allowed in the first place. Where was QA? Asleep on the job?

Regards,

Richard.

[Steam.Jo]

I have just got back from my morning walk to find a parcel from Elbesee sitting on my door step with two replacement rollers in it

It is a warm day so I have an excuse to stay inside and mount up the fabric for my Fall Fairy.

Jo

[richardandtracy]

Oh that's nice. And very quick too. Very surprised.

Regards,

Richard

[fccs]

Wow, that was fast!!

[mags]

Oh lovely, that was so quick.

[Serinde]

There are still some honourable companies, it seems. And I bet that some manager in some factory got a rocket for sending out a "Friday" set of rollers.

[Steam.Jo]

I have finally had another reply from Very Crafty at 2:10 this afternoon:

Hello Joanne We are pleased you managed to solve the issue - Elbesee are very good. Kind regards Michelle

I agree with her Elbesee are very good

Jo